Reopened conversations should be assigned to the last assigned agent as long as they have an active status, regardless of the assignment rules of the team shells.

We have a small team and no personalized service email addresses, but many team-inboxes

We separate incoming emails into different team inboxes based on the group email address and have set the balanced assignment rule for each team inbox.

Now it happens that we wait for customer responses, or customers respond again to our closed conversation. Due to the balanced assignment, the assigned agent is repeatedly removed. It would improve our service immensely if the customer response always went to the agent who last worked on the case.